Lead, Customer Insights & Analytics

The Lead Analyst, Customer Insights is a highly integrated role, shaping the future of business intelligence at SSENSE while embedded with various internal teams such as Personal Shopping, Retail, Customer Care, Social Media, Creative & Content, and Brand Partnerships. This role will lead a team that delivers actionable customer insights to inform strategic initiatives and drive key business results. Key responsibilities include owning SSENSE’s customer segmentation and the attribution model for organic marketing channels. The Lead Analyst will act as a subject matter expert within their domain of responsibility while coaching a team of Analysts and guiding, prioritizing, and performing analytical efforts. The ideal candidate possesses a strategic mindset, a balance of analytical, technical and communication skills and is relentlessly curious about how we can create long term value for our customers and the business.

Responsibilities

Customer Insights - 40%

• Define an attribution model for organic marketing channels, ensuring coherence with the overall attribution model
• Evolve our current behavioural customer segmentation model and continuously evolve our approach to include external and and qualitative inputs, while supporting stakeholders’ segmentation applications
• Partner with P&L owners by providing high-impact visualizations (e.g., Tableau dashboards) and converting analysis and insights into key narratives at an executive level
• Define a customer insights strategy and build the infrastructure for the systematic delivery of actionable customer insights, both channel-specific and integrated
• Establish a deep understanding of the business, it’s data, and patterns to become a key thought partner to business units
• Assess the competitive landscape and gather industry knowledge to drive insights for the Customer Experience and Marketing teams
• Deep dive into customer journeys by extracting and analyzing customer data to identify new business or optimization opportunities in customer engagement, high value clienteling, high value prospecting, and brand partnerships

Design & Development - 40%

• Govern the roadmap of all ongoing improvements to data flows from key data sources to the central data mesh, processes, and tools, while keeping stakeholders informed
• Ensure operationalization of analytical tooling for all Customer teams through rapid prototyping
• Implement improvements to the tools and platforms in place, resulting in efficient decision making (e.g., clienteling, sales generation, content engagement, etc.)
• Contribute to the business intelligence body of knowledge, including process diagrams and business continuity plans
• Stay abreast of emerging tools and technologies to provide informed recommendations around industry best practices

People Leadership and Processes - 20%

• Conduct hiring efforts and interviews to attract and retain top talent
• Provide mentoring, training, development and performance management to team members to help each contributor evolve in their roles
• Oversee and prioritize analytics projects/requests to ensure a balance between business impact, scope, and velocity
• Ensure accuracy, quality and timeliness of deliverables
• Implement and evolve processes to maximize the output of the team

• A minimum of 5 years experience in analytics with a focus on driving business impact
• Good command of English and French
• Experience with web analytics (Google Analytics) an asset
• Experience with data visualization tools (e.g., Tableau, Looker)
• Proficiency Microsoft Excel / Google Sheets and Microsoft PowerPoint / Google Slides
• Bachelor’s degree in Engineering, Computer Science, Mathematics or a related analytical field
• Comprehensive knowledge of the ETL process and tools
• Experience developing customer segmentation models
• Strong communication skills and business acumen
• Proficiency in querying and analyzing large data sets using SQL; Python knowledge is an asset

Skills

• Inquisitive nature and eager to learn and expand knowledge base
• Strong ability to collaborate
• Highly analytical
• Ownership and accountability mindset
• Willingness to contribute to areas beyond immediate scope of work
• Interest or knowledge of the luxury fashion industry (brands, designers, customers)
• Proficient in developing dashboards
• Ability to synthesize, communicate key insights, and distill analytical concepts in simple terms at various levels of the organization
• Attention to detail and accuracy
• Comfortable in navigating ambiguity